How do you evaluate the quality of services?
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Service quality evaluation allows companies to find out about customer opinion on different aspects of the service which have an influence on satisfaction
levels (e.g. customer service, corporate image, etc.). This type of project allows us to obtain direct feedback from clients and to have objective metrics on the aspects that we should improve in our service in order to increase their satisfaction and loyalty. They also serve to identify points for improvement and critical areas that help us improve the company. How we work
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Survey analytics: Distribution of answersSurvey Analytics – Distribution of Answers The first analysis of the results of a customer satisfaction survey, customer experience or NPS is typically hierarchical or dimensional. This analysis involves analyzing… How can we help? Here at Openmet Customers we can help you to manage and diagnose a large proportion of key information needed to ensure a better knowledge and understanding of the customer. To read the full version of this content please select one of the options below:
George Philip (Management and Information Systems Division, School of Management and Economics, Queen’s University, Belfast, UK) Shirley‐Ann Hazlett (Management and Information Systems Division, School of Management and Economics, Queen’s University, Belfast, UK) Continues earlier work which described in some detail the theoretical basis and rationale for developing a modified SERVQUAL instrument (P‐C‐P attributes model) for measuring service quality. Provides a brief overview to service quality highlighting some of the more pertinent and as yet unresolved issues. Discusses the validity of the new “P‐C‐P” attributes model as a methodological framework for measuring
service quality, and discusses the findings of an in‐depth study of the service quality of information services in Northern Ireland using this model. In brief, the P‐C‐P attributes (pivotal, core and peripheral) model takes the form of a ranked structure based on three main classes of attributes (as opposed to the five dimensions of SERVQUAL). Using these three attributes as a convenient set of pegs, a questionnaire was developed to capture the different aspects of service quality and
distributed to 1,000 organisations in Northern Ireland. Some 276 questionnaires were returned for analysis, and in general respondents appeared to be fairly satisfied with the level of service they received from the information services. However, some significant differences were noted between their responses to questions and open comments, which tended to be more negative. This seems to indicate that service quality evaluation should not be based solely on fixed‐choice questions and that
respondents should be given the opportunity to make general comments on any aspect of the service they received. This research also examined the versatility of the P‐C‐P attributes model as a measurement framework. Results from advanced statistical tests demonstrated the potential that exists for this tool to be used as a general instrument for assessing the service quality of information services or any industry sector. It is not prescriptive and, indeed, it is a skeletal framework within which
to consider respective services, thereby having the potential to address the diversity and idiosyncracies of specific service industries. Philip, G. and
Hazlett, S. (2001), "Evaluating the service quality of information services using a new “P‐C‐P” attributes model", International Journal of Quality & Reliability Management, Vol. 18 No. 9, pp. 900-916.
https://doi.org/10.1108/EUM0000000006070 MCB UP Ltd Copyright © 2001, MCB UP Limited Related articles |
